The Organizational Measurement Manual

A guide to creating customer-oriented measurements. It explores the use of general performance measurement as a management tool for control, customer satisfaction and business improvement, and addresses the procedures for identifying, designing, monitoring and using measurements.

The Organizational Measurement Manual is a step-by-step guide to creating performance measurements at the working level. It addresses the procedures for identifying, designing, monitoring and using measurements and how these might relate to other objectives and initiatives within an organization. In so doing it explores the use of general performance measurement as a management tool for the key areas of control, customer satisfaction and business improvement. The book is clearly differentiated from many other publications on the subject of measurement by the firm distinction made between general, strategic measurement that represents an umbrella approach to the quantification of performance and the monitoring of process-level attributes that directly relate to the performance of an individual work team. The benefits of, and best practice approach to, the use of process-level measurements are clearly explained.